NatWest needs IT staff

Unreasonable_user

I started life with a Sainsburys credits card. Recently it was taken over by NatWest. I have to say at this stage that the changeover was straightforward and fine. I even helped my friend to transfer. The card continued as a master card until earlier this year I was informed this was changing to Visa. Fast forward until the 10th of July when I receive an email that my new visa card is due to be issued. Fine. this will mean a number of accounts will have to be updated when the new card arrives. It asks me if I would like my card installed in my Google wallet. Yes I do. So I now have two cards in my wallet one of which shouldn't be active until I have mage a purchase with a chip and pin. On the 28th of July I am informed by my mobile phone provider that my present card is no longer active, and as of today I will have no mobile plan. It turns out that NatWest has rescinded my working card, and left me with nothing!

I now have to be in touch with Cora yesterday evening to find that my problem is not going to be solved by a chatbot. I am given a number to ring and politely state my case. It is, after all, not the girl's fault that this has come to pass. She can only apologise. I understand her position . My card is on its way. It still hasn't arrived and someone in IT has trashed my live one. I ask that IT is informed. Two issues are wrong here.

1. They have no business killing my live card.
2. They should have known that I didn't have the replacement because a chip and pin transaction had not taken place.

I am now having to use cash and contactless bank card whilst I await Wells Fargo with my new one. You will understand that I can't us a car charger or Paypal or manage my normal spending until this is resolved, and I'm not convinced the right people in the process have been informed. I don't want them lynched but they need to make sure that others are not Messed up in the same way as I was. A good start and now a sub optimal experience.

MorningcoffeeIV

1. They have no business killing my live card.

They have every business killing your live card. They are all becoming defunct and cannot be kept live.

1. They should have known that I didn't have the replacement because a chip and pin transaction had not taken place.

Customers not using new cards doesn't mean they haven't received it. A huge proportion will not switch to the new card until the old one stops working.

flaneurs_lobster

You only need to chip'n'pin to use the CARD for contactless payments.

If you have the card details, which you have if they've been added to Google Wallet, then that card is 'active'.

eskbanker

…someone in IT has trashed my live one…

If anyone seriously suggested that in those terms, then anything they said can be ignored as they obviously have no idea what they're talking about! 🙄

NoodleDoodleMan

https://forums.moneysavingexpert.com/discussion/comment/82085054#Comment_82085054

Sounds like a case for Peter Falk in a shabby raincoat to investigate 🙄

Maegi

Use this branch of Wells Fargo - it's right next to Publix and across the road from Aldi

Wells Fargo Branch with ATM at 8100 Lake Wilson Rd in Davenport FL 33896 | Wells Fargo

sausage_time

https://forums.moneysavingexpert.com/discussion/comment/82085128#Comment_82085128

Wrong forum?

GrumpyDil

OP referred to waiting for Wells Fargo so right forum.

sausage_time

https://forums.moneysavingexpert.com/discussion/comment/82085610#Comment_82085610

Woops = should read the whole post! Apologies….

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82085610#Comment_82085610

I think the OP may have been attempting a witty reference to a delivery service from the early days of the Old West, often referred to as the Pony Express, to service the delivery of his physical card.

Although Wells Fargo were more concerned with shipping gold dust and providing letters of credit, so banking operations which is what they do today (but not retail in the UK).

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6677949/natwest-needs-it-staff

They are the card issuer, they have every right to cancel the card if they want to.

It would be highly unusual for IT to be the ones to decide to cancel a card, IT normally simply follow the requirements as defined by the business. IT bugs can cause unexpected behaviours but those arent IT deciding something but making a mistake when coding something. Have no idea what tech NatWest uses, if its something in house built or an off the shelf product (I do know which TMS system they use and thats certainly off the shelf) and so a bug may not even be their IT teams fault.

Must admit I am more familiar with Apple's Wallet app than Google but would be very surprised a chip and pin transaction is required to activate it, certainly know its not with Apple. Thats required for contactless on the physical card but the card in a wallet is a different card, linked to the same account, than the physical card.

Plus the bank cannot tell you dont have teh card yet by the lack of a chip and pin… ive a card thats months old that Ive not used yet but I do phyiscally have it.